Refund policy

Damages and issues

Refunds and replacements are only offered if our product arrives damaged, defective, or if you are missing an item. All refund or replacement requests must be reported to us within 7 days of delivery in order for it to be valid. 

If your item arrives damaged or is defective, you will be given an option to replace the item, in which case you must ship the original item to us before you receive a new one, or you may opt to receive a partial refund and keep the item. Partial refunds offered are between 10-20% of the retail price of the book. 

Please note that for international customers not based in the US, we are unable to issue return shipping labels, and therefore require that books are destroyed before a replacement is issued.

Exchanges 
To start a replacement or refund, you can email us at Contact@eternalembersbookshop.com with photos of the defective or damaged item, as well as your order number. 

If your replacement request is accepted, you will be expected to ship the product to us within two weeks of approval. If we do not receive the item, you will not be sent a replacement.  

Missing Items & Orders 
If an item is missing from your order, email us at Contact@eternalembersbookshop.com with your order number. You will receive tracking for your missing item within 10 business days of approval. 

For domestic orders, if the tracking of your entire box has not been updated for 30 days once it has been picked up, we will contact USPS to see if it can be located. If not, we will send you another box or package. For International orders, if your entire box or package has not been delivered to the listed address after 60 days once the package has been picked up, we will contact UPS to see if it can be located. If not, we will send you another box or package. 

If you are using a shipping forwarder or other means of delivery, we are only responsible for delivery to the address listed on the order and are not responsible for what happens past its delivery there. 

If your order is missing because there is an error made on your end when inputting the address and it is incorrect or incomplete, we will not refund or replace your order. However, you may email us at contact@eternalembersbookshop.com if you need to change your address on an order before we have created shipping labels. If we have already shipped the item, there is unfortunately nothing we can do. 

Cancellations

At this time, we can only process order cancellations or refunds within one hour of purchasing if the product has not been delivered yet. For ALL cancellations,  cancellation requests are also subject to a refund of the total amount the customer paid minus the fee we incurred on behalf of the order. For example, if the customer paid 100 USD for the order, and we incurred a fee of $3 USD, the total approved refund amount would be $97 USD. Otherwise, all sales are final. 

Refunds 

If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at contact@eternalembersbookshop.com

Exceptions / non-returnable items
We do not offer returns or refunds on your order unless there is damage to it or if the package is missing items. 

Unfortunately, we cannot accept returns or replacements for our Scratch & Dent copies. These sales are final. 

You can always contact us for any return question at contact@eternalembersbookshop.com.